What You'll Learn
Master conflict resolution, stress management, and time management for customer service professionals. Learn effective techniques to handle difficult customers, reduce stress, and prioritize tasks efficiently.
Course Benefits
Industry Certification
Internationally recognized qualification
Expert Instructors
Learn from industry professionals
Dedicated Support
Assistance during and after training
Practical Skills
Apply knowledge immediately
Course Overview
FeaturedWorking at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you'll explore how a positive approach and attitude can benefit client service (CS).
Duration
5 Days
Who Should Attend?
- Customer service representatives
- Frontline staff
- Call center agents
- Customer success professionals
- Anyone involved in customer interaction and dealing with stressful situations
Course Impact
Organizational Impact:
-
Improved conflict resolution and customer satisfaction
-
Enhanced efficiency through better time management practices
-
Reduced employee burnout and turnover rates
-
Stronger customer relationships and brand loyalty
Individual Impact:
-
Greater confidence in managing difficult customers
-
Practical tools to handle stress and maintain composure
-
Improved time management and productivity
-
Enhanced emotional resilience and workplace satisfaction
Course Objectives
By the end of this course, participants will:
- Identify and manage their own stress levels
- Understand the causes of conflict in customer service
- Apply effective conflict resolution strategies
- Prioritize tasks and manage time efficiently
- Build resilience and maintain a positive mindset
Course Outline
Module 1: Understanding Stress and Its Impact
- Defining stress and its physical and emotional effects
- Common stressors in customer service
- Recognizing signs of stress in oneself and others
Module 2: Managing Stress and Building Resilience
- Stress management techniques (e.g., relaxation exercises, mindfulness, time management)
- Building resilience and coping skills
- Self-care and work-life balance
Module 3: Conflict Resolution Strategies
- Identifying the root causes of conflict
- Active listening and empathetic communication
- Negotiation and compromise
- Dealing with difficult customers and challenging situations
Module 4: Time Management and Prioritization
- Time management techniques (e.g., time blocking, prioritization matrices)
- Setting realistic goals and deadlines
- Avoiding procrastination and distractions
- Managing interruptions and multitasking
Module 5: Maintaining a Positive Mindset
- Positive thinking and affirmations
- Gratitude and mindfulness practices
- Building a support network
- Overcoming negativity and burnout
Prerequisites
Course Administration Details
Customized Training
This training can be tailored to your institution needs and delivered at a location of your choice upon request.
Requirements
Participants need to be proficient in English.
Training Fee
The fee covers tuition, training materials, refreshments, lunch, and study visits. Participants are responsible for their own travel, visa, insurance, and personal expenses.
Certification
Upon successful completion of this course, participants will be issued with a certificate from Ideal Workplace Solutions certified by the National Industrial Training Authority (NITA) under License NO: NITA/TRN/2734.
Accommodation
Accommodation can be arranged upon request. Contact via email for reservations.
Payment
Payment should be made before the training starts, with proof of payment sent to outreach@idealworkplacesolutions.org.
For further inquiries, please contact us on details below:
Email: outreach@idealworkplacesolutions.org
Mobile: +254759708394
Register for the Course
Select a date and location that works for you.
In-Person Training Schedules
January 2026
| Date | Days | Venue | Fee (VAT Incl.) | Register |
|---|---|---|---|---|
| 5 Jan - 9 Jan 2026 | 5 days | Nairobi, Kenya | KES 99,000 | USD 1,400 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Cape Town, South Africa | USD 3,500 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Dubai, United Arabs Emirates | USD 4,000 | Enroll Now |
| 5 Jan - 9 Jan 2026 | 5 days | Zanzibar, Tanzania | USD 2,200 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Mombasa, Kenya | KES 115,000 | USD 1,500 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Kigali, Rwanda | USD 1,800 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Accra, Ghana | USD 5,950 | Enroll Now |
| 12 Jan - 16 Jan 2026 | 5 days | Kampala, Uganda | USD 2,200 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Dar es Salaam, Tanzania | USD 2,000 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Johannesburg, South Africa | USD 3,100 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Nakuru, Kenya | KES 105,000 | USD 1,400 | Enroll Now |
| 19 Jan - 23 Jan 2026 | 5 days | Dakar, Senegal | USD 3,500 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Pretoria, South Africa | USD 3,100 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Kisumu, Kenya | KES 105,000 | USD 1,500 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Naivasha, Kenya | KES 105,000 | USD 1,400 | Enroll Now |
| 26 Jan - 30 Jan 2026 | 5 days | Arusha, Tanzania | USD 2,000 | Enroll Now |
USD 1,400
Request Custom Training
We offer customized training solutions tailored to your organization's specific needs:
- Training at your preferred location
- Customized content to address your specific challenges
- Flexible scheduling to accommodate your team
- Cost-effective solution for training multiple employees
Early-bird Offer
Special pricing ends in:
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Additional Options
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Training on Controlling Conflict, Stress, and Time in Customer Service
Next class starts 5 Jan 2026
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